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A Roadmap is a strategic plan which defines the process or workflow we will be following during the chat, all while making room for conversation.
We should set a roadmap, once we understand the issue, that we will be helping with the issue at hand (mentioning what exactly you're going to check) and also will be having a conversation to understand the business and goals to see what else we can help them with (warm-up part).

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Roadmap about suggestions

Tom, once we discuss your issue, I’ll be happy to share with you a couple of tips for your website growth

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Set expectations about what you’re going to check or checking right now

State a clear absence time frame (if you put the user on hold)

I’m going to open your Editor and check the post page. Please allow me to put you on hold for 3-5 min, and I’ll be back with my findings

I understand you also experience the issues with loading time. Let's first fix the post page and then we will get back to the loading time issue

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“I understand how important it is for you. In order to fix this today, we need to…”

“What we need to do first is…”

“I’ll talk you through the process…”

"Let me guide you step by step. Please open your... Now click on...Let me know once you are there/done this step so we could move on..."

“There are several different ways that we can solve this issue. They are…”

“I have a couple of options that might help and save us time…”

"Now we can move to..."

“Sounds like we’ve covered everything…”

“I’ll get started on this right away…” (escalation/transfer)

“I don’t want to take up any more of your time, so…” (escalation/transfer)

“I have everything I need on my end…” (escalation/transfer)

"How it is going? Please advise me on the step you are on and I will guide you further"

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https://docs.google.com/document/d/1fxiqeRXuxsax6xRNcuBff9w_IfcHJT1B5lAUC16kSy0/edit#heading=h.iklbf4qh60d0

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Create a new document and edit with others at the same time -- from your computer, phone or tablet. Get stuff done with or without an internet connection. Use Docs to edit Word files. Free from Google.

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Transition is a chat/call component, meant for setting an expectation about site growth tips after solution

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“Let’s now spare a moment so I can show you some growth opportunities that we incorporate to your site together, sounds good?”

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"Glad we fixed your calendar! Now, I would like to show you the tip I mentioned that will help you to promote your services. It will take just a few minutes"

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When we for sure must suggest and do not suggest

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When we for sure must suggest and do not suggest

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- We don't suggest if USP is locked
- We don't suggest if the call should be soft transferred

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As I understand you are having issue with the button appearing black in the forum and I know how important that is for you to get this issue resolved. Please allow me 3 minutes to check the current setting of the forum and then once we fix this issue, I would also love to share a small tip with you to grow your website

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Thank you so much for sharing this, Baldo. I understand that you would like to change the text on the get the tickets box on your website and I know how important that is for you. Please allow me 3 minutes to check the events page in the Editor now. And then once we get this issue resolved, I would like to share with you a small tip on how you can send emails to your customers from your own email address and not the default one